L2 Production Support Engineer (SRE / Application Support)

Role: L2 Production Support Engineer (SRE / Application Support)

Location: Kuala Lumpur, Malaysia (On-site)

Nationality: Malaysian Nationals Only

Experience Level: Mini. 5 years

Role Overview: As an L2 Production Support Engineer, you will be responsible for end-to-end application support, production incident handling, platform monitoring, and coordination with L1, L3, and Infrastructure teams. You will support the platform, ensuring performance, availability, and operational continuity across environments like UAT, Production, and DR.

Key Responsibilities:

- Provide L2 support for application stack in production and non-production environments.

- Monitor application health using Dynatrace, EFK (Elastic-FluentBit-Kibana), and other monitoring tools.

- Log triage, issue reproduction, root cause analysis, and escalation to L3 where required.

- Execute SOPs, Runbooks, and Incident Playbooks for common issues and ensure compliance with SLA.

- Perform deployments and environment validations using Ansible, Terraform.

- Manage and audit user access via ForgeRock IAM

- handle incident tickets via ITSM tools.

- Analyze and troubleshoot issues related to application middleware, database (MongoDB, Oracle ), and messaging systems (Kafka).

- Participate in incident war rooms, status calls, RCA reviews, and provide post-incident reports.

- Validate monitoring alerts, fine-tune thresholds, and reduce non-actionable noise.

- Document known issues and workarounds; update knowledge base regularly.

Must-Have Skills:

- Strong hands-on experience with application support in production environments

- Knowledge of ForgeRock Identity Platform, MongoDB, Kafka, Zookeeper, and Oracle .

- Working experience in Linux (RHEL 8.x) environments and secure shell scripting.

- Strong knowlege in kubernetis

- Harbor setup and installation of docker/pod man

- Familiar with DevOps tools: Ansible, Terraform, helmchart, Harbour, AzureDevOPs , Piplelines , Jenkins, Git.

- Exposure to Dynatrace, EFK stack (Elastic Server) , Rancher, Harbor.

- Sound understanding of ITIL processes, including incident, problem, and change management.

- Familiarity with TLS encryption, secret management (Vault), and basic security posture.

- Good communication skills (English mandatory )